Senior Manager - Customer Support

An IT & Internet Services Company

Senior Manager - Customer Support

Qrata

Company

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Senior Manager - Customer Support

at An IT & Internet Services Company

Agency job

via Qrata

6 - 8 yrs

Best in industry

Gurugram

Skills

Customer Support

Customer Service

Team Management

Customer Relationship Management (CRM)

Communication Skills

Effective communication

Six Sigma Black Belt

Reporting

Analytics

Overall responsibility:

Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.
Establishes performance metrics for customer service representatives. Establishes service levels and requirements for the department.
Develops and implements methods to record, assess, and analyse customer feedback.
Develops and implements training and quality assurance programs for new hires and experienced employees.
Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention. Acts as a liaison between the customer service department and other divisions in the company.

Day to day responsibilities :

Managing the customer support department’s day-to-day functions. Responding to escalated customer support issues.
Implementing customer support processes to enhance customer satisfaction.
Formulating and revising customer support policies and promoting their implementation. Informing the team of all new information related to products, procedures, and trends.
Assessing support statistics and preparing detailed reports on the findings.
Interviewing and hiring new employees. Overseeing and evaluating the team's ongoing training efforts.
Delivering performance evaluations and following the disciplinary process according to company policy. Managing the budget of the customer support department

Mandatory Certifications:

ISO
Six Sigma BB

Why Join Us :

1. Start-up Environment - Work with a passionate and energetic team that is driven by hustle, comradeship, and togetherness

2. Compensation & Benefits – Best-in-class salaries to highly competitive ESOPs along with great learning work environment, we offer you a place full of opportunities to customize your career trajectory

3. An Environment for Innovation - We create a culture for innovation by giving an employee the prowess to create, make and innovate.

4. We've got you covered - From medical insurance, well-defined policies to flexi WFH options, scrumptious lunch to some amazing learning and development sessions- we've got your back!

5. Cool Perks – Come and get to join us for in-house events, team outings, dinner catchups, and much more

Overall responsibility:

Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.
Establishes performance metrics for customer service representatives. Establishes service levels and requirements for the department.
Develops and implements methods to record, assess, and analyse customer feedback.
Develops and implements training and quality assurance programs for new hires and experienced employees.
Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention. Acts as a liaison between the customer service department and other divisions in the company.

Day to day responsibilities :

Managing the customer support department’s day-to-day functions. Responding to escalated customer support issues.
Implementing customer support processes to enhance customer satisfaction.
Formulating and revising customer support policies and promoting their implementation. Informing the team of all new information related to products, procedures, and trends.
Assessing support statistics and preparing detailed reports on the findings.
Interviewing and hiring new employees. Overseeing and evaluating the team's ongoing training efforts.
Delivering performance evaluations and following the disciplinary process according to company policy. Managing the budget of the customer support department

Mandatory Certifications:

ISO
Six Sigma BB

Why Join Us :

1. Start-up Environment - Work with a passionate and energetic team that is driven by hustle, comradeship, and togetherness

3. An Environment for Innovation - We create a culture for innovation by giving an employee the prowess to create, make and innovate.

4. We've got you covered - From medical insurance, well-defined policies to flexi WFH options, scrumptious lunch to some amazing learning and development sessions- we've got your back!

5. Cool Perks – Come and get to join us for in-house events, team outings, dinner catchups, and much more

Users love Cutshort

Read about what our users have to say about finding their next opportunity on Cutshort.

Subodh Popalwar

Software Engineer, Memorres

For 2 years, I had trouble finding a company with good work culture and a role that will help me grow in my career. Soon after I started using Cutshort, I had access to information about the work culture, compensation and what each company was clearly offering.

Companies hiring on Cutshort

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